Clinical Service Specialist

About this role

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function: Customer Management

Job Sub Function: Technical Customer Service

Job Category: Business Enablement/Support

All Job Posting Locations: Irvine, California, United States of America

Job Description: JOB SUMMARY Johnson & Johnson is currently recruiting for a Cl inical Service Specialist​ to be based at Irvine, CA .

ABOUT ELECTROPHYSIOLOGY Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias.  Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Clinical Service Specialist provides support on the use of Johnson and Johnson Medical Device products, including, but not limited to, Biosense Webster Inc. The specialist is responsible for interacting with customers over the phone and occasionally in person and handling customer technical inquiries and complaints within the electrophysiology environment by utilizing Biosense Webster CAS training (BWI).   DUTIES & RESPONSIBILITIES • Provide expert clinical products and technical assistance to internal and external customers with the use of BWI, Accelerant, and other Johnson and Johnson medical device systems (e.g., the CARTO® system and associated software modules/RF generator/catheters.

• Accurately input product complaints are reported via phone or other channels of communication.

• Act as a technical educational consultant to Call Center Customer Support Representatives (CSRs

• Provides guidance to customers, including Field Service Engineers (FSEs), Clinical Account Specialists (CAS), Territory Managers (TMs), doctors, nurses, and hospital biomedical engineers, and assists when customer satisfaction issues arise.

• -Troubleshoot/diagnose and resolve technical difficulties to avoid delays in customers’ patient case procedures.

• Support the release of Johnson and Johnson's new products introduced to the market. Will be required to maintain advanced clinical knowledge of cardiac ablation, imaging, and EP.

• Mentor and coach Call Center Customer Service Representative (CSRs).

• Manage customer expectations regularly before and after interactions to ensure customer satisfaction.

• Completes documentation and administrative tasks per policy and procedures promptly.

• Log in to the Call Center phone support system and be available for calls during scheduled hours.

• Perform field rides along with local field service and commercial teams.

• Complete required travel ( Position requires sitting for extended periods.

• Performs other duties assigned as needed.

EDUCATION • Bachelor’s Degree in a STEM-related field or four years of relevant professional work/military experience.

EXPERIENCE • Minimum of 4+ years of clinical or technical work experience in a patient care or hospital environment.

• Experience working with highly complex technical systems.

• Electrophysiology/Catheter Lab or EP/Cardiovascular Device Industry experience is strongly preferred. 

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS • Maintain advanced clinical knowledge of cardiac ablation and cardio imaging, technical knowledge of EP technology, advancements, and the business landscape.   

• Effective communicator at all levels (internal & external)

• Problem solver who can think critically in high-pressure environments.

• Able to take large amounts of data and translate information into actionable insights.

• Customer Centric approach.

• CEPS (IBHRE), RCES/RCIS certification preferred.

• West Coast or PST zone preferred.

• Biosense Webster CAS training (BWI)

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.  Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:     Preferred Skills:     The anticipated base pay range for this position is : $66,000.00 - $106,260.00

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